Support - How to Help Us Help You

Here at CloudBolt, supporting our customers to help them succeed is very important. To that end, we’d like to provide some guidance on how you can help us be able to support you most effectively.

Provide Lots of Information

Please try to be as specific and detailed as possible, including plenty of context.

Error Details

Include full error messages when applicable.

Send Logs

If it’s a failed job, send the job log (downloadable from the job’s details page).

From the Admin page you can also download the application log (generally useful), web browser logs, or a bundle of all logs.

UI Errors

For issues with the User Interface, please check the JavaScript console in the browser for errors and send us any that you find.

Configuration

The more you can tell us about how your CloudBolt is configured, the more likely we will be able to replicate your issue, which is often the first step to troubleshooting. Details may include, for example, the Resource Handler being used, OS of a template, what page you were on, whether you’re behind a proxy, what context an action is being used in, etc.

Include CB Version

Please tell us what version of CB you’re using, as that can make a big difference.

Also please inform us if you are used a distributed HA CloudBolt installation and/or have your database on a separate server.

Timing

When did you first notice this issue? When was the last time it worked (if ever)? Information about timing and whether this is an issue with something that used to work or something that you’re trying to do for the first time can be very helpful.

Frequency

Does this happen every time you try to do what you’re trying to do? If you can tell us about the frequency with which something occurs, that might give us some clues.

Expected vs. Observed Behavior

For things that are not behaving how you expect, please tell us both what you expect the behavior to be and what behavior is actually occurring, in as much detail as possible. For example, “I expect to see parameter x in the order form with group y and environment z, but it’s not being included” gives us more to go on than “order form broken”.

The most helpful information you can provide us is details on the symptoms. Please focus on describing the situation rather than hypotheses on what the problem is.

Tell Us Your Goals

Particularly for questions and RFEs, but sometimes for issues as well, describing your overall goals will better allow us to help you accomplish them. For example, it can be difficult to answer deep questions about actions without knowing where, how, and why they’re being used.

A Picture’s Worth a Thousand Words

Screenshots can really help clarify where an issue is occurring and what you’re doing when it happens.

Other Guidelines

One Item Per Ticket

Please only include one issue or request in each ticket. This helps us tackle them more effectively and is also better for our metrics.

Type of Ticket

If it’s an RFE, please say so right off the bat.

A sense of urgency or timeframe of when something will be needed can be useful.

Escalation Process

Start with support. For urgent issues or RFEs you can escalate to your account representative, who will work with our product managers to schedule a resolution as quickly as possible.